Customer Success Manager

• Act as a trusted advocate for your customers, driving their success through effective adoption and value realization of Magnet’s products and services.
• Leaning on experience in the DFIR field, advise customers on best practices and workflows to attain value realization of Magnet’s product suite.
• Maintain a deep understanding of the competitive landscape and market trends within the DFIR space.
• Use Gainsight to manage customer 360-degree (C360) view and ensure stakeholders have useful product data at the right time.
• Detect early warning signs of negative customer sentiment and collaborate with internal stakeholders to ensure proactive engagement and resolution.
• Execute successful customer onboarding and implementation, including product, network, and license set-up, for a variety of digital forensic tools.
• Be the trusted partner for the customer on product features, functionality, and workflows.
• Build lasting customer partnerships that helps them accomplish their objectives with our tool set.
• Collaborate with pre-sales to have a seamless bridge between pre-sales and post-sales customer activities.
• Collaborate closely with internal team members to support renewals and expansion opportunities.
• Leverage business intelligence and proactive customer interaction to verify customer experience is always top-notch.
• Be the primary customer advocate within the company and manage any challenges that may arise.
• Support and work with internal teams to resolve any customer complaints.
• Collect insight on and advocate for customer training requirements.
• Function as a primary representative for the customer by collecting customer feedback and identifying trends to action with internal teams to continually improve the customer experience.

Requirements

• Self-driven and proactive.
• Experience in a customer-facing role providing exceptional customer experience.
• Technical account management skills and the ability to speak to technical functionality of a product to both technical and non-technical audiences.
• Able to communicate confidently and effectively to every level of an organization, including Sr. level executives.
• Experience developing Recovery Plans for at-risk accounts.
• Excellent verbal and written skills, with sufficient mobile device and computer literacy to speak to the product capabilities.
• Highly organized and ability to multi-task.
• Excellent teamwork skills.
• Previous experience in the DFIR (Digital Forensics and Incident Response) fields.
• Industry-accepted certifications (CFCE, GCIHA) a plus as well as any Magnet-specific certifications (MCFE, MCGE/MCVK, MCVE, etc.).
• Experience working in Salesforce CRM and Gainsight is a plus.
• One of the following certifications or strong understanding of network architecture (CCST, CCNA).
• May be required to travel up to 10-20% of time.

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Hard Skills

• technical account management
• customer onboarding
• digital forensic tools
• recovery plans
• network architecture

Soft Skills

• self-driven
• proactive
• excellent verbal skills
• excellent written skills
• highly organized
• multi-tasking
• excellent teamwork
• effective communication

Certifications & Qualifications

• CFCE
• GCIHA
• MCFE
• MCGE
• MCVK
• MCVE
• CCST
• CCNA